Product Support Analyst

What You ll Do on a Typical Day :

Case Management

• Responsible for providing 2nd-level product support. These cases could be related to product breakdown / defect or customer changes / maintenance to meet their travel program.
• Maintain a good understanding of all AEGBT OBT / Approval products to ensure world-class support for Amex GBT s OBT products.
• Provide Issue triage, escalation, and resolution to include :
• Troubleshoot issues thoroughly by understanding the impact of the solution before providing the resolution. Provide complete case research conducted before escalating the case to the 3rd Level, Internal Partner Team, or Vendor / Technology Partner. Test the solution or any new release of product functionality and provide information / awareness of any shortfalls before these are available to clients.
• Ensure SLA agreements are adhered to for problem resolution
• Provide communications to clients / fields on outages or enhancement
• Provide subject matter expertise on travel industry practices and underlying industry technologies
• Keep management advised of potential problem areas and escalate any situation that may jeopardize AEGBT or vendor credibility
• Provide status reports as directed on progress and accomplishments to management

Maintain Product Support Documentation

Interact with the Product Manager, L1 Team, and Client Management team

Key Contacts

What We re looking for :

Skills Required

Concur, Scripting, Powerpoint